The Post-Call Whispertext menu takes place at the end of the call and allows the Agent to enter in the result of the call with the lead - possibly scheduling additional follow-up calls if they were not able to connect.
The Post-Call Whispertext menu is to the Agent at the end of the call when either:
The Lead hangs up the phone
The Agent ends by the call by pressing * (star)
To customize the message that Agents hear you can edit the Post-Call Whispertext for any team by clicking Edit on the Team on the Teams page.
By default, the message is: Your call has been completed. Press 1 if you were able to reach the lead. Press 2 if you left a voicemail. Press 3 otherwise to reschedule the call.
Post-Call Whispertext Menu Options
The Post-Call Whispertext menu has 3 options, which save the result of the call and update the lead's status as well as their follow-up calls.
Press 1: The agent was able to reach the lead and had a live conversation. Selecting this option will mark the lead as "Contacted" in the system and will not schedule any follow-up calls.
Press 2: The agent was not able to reach the lead directly and left a voicemail. Selecting this option will mark the lead as "Voicemail" in the system and will not schedule any follow-up calls by default. If you'd like this option to schedule a follow-up call, you can go to the Settings page and under Account - General, turn on the toggle for Retry Leads After Voicemail.
Press 3: The agent was not able to reach the lead or leave a message. Selecting this option will mark the lead as "Missed" in the system and will schedule a follow-up call based on the Team's Lead Retry settings.
Press 9: The lead's phone number is not reachable or the lead is otherwise invalid. Selecting this option will mark the lead as "Remove" in the system and will prevent any follow-up calls.
If you would like any customization of the options or their functionality, we'd be happy to help. Simply reach out to Support.